Unified Customer Engagement Hub Blog

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Guided Process Makes All the Difference in Call Center Training Costs and Retention

Most Call centers spend a lot of money and resources to keep their best agent interested; however turn over is high, usually above 33%. The SpiceCSM Customer Engagement Platform is equipped with all of the sought after features you’ll need to greatly improve your agents and customer satisfaction. We aren’t your ordinary Call Center CRM and ticket tool. We are a unified cloud based platform and one of our special ingredient that makes us unique and valuable is the Guided Process Workflows. By using a Guided Process Workflow, each separate variable is taken into account and the agent is guided to the right solution. With this approach, you can hire agents less tech-savvy but agents with more soft skills. The Guided Process workflows make it easier for your agents to solve complex technical issues with relaxed and personalized manner.

  • 2 min read
  • 5/29/15 9:00 AM

How To Reduce Training Costs of Remote Agents

In the last 10 years, the customer service industry, across all verticals, has seen a drastic increase in the use of remote agents. This rise in popularity stems from many reasons, the main ones being lower costs, improved agent satisfaction, scalability, and advancements in technology. Each one of these factors has had a great influence on the way companies provide support to it's customer base. Now that the remote agent has become so commonplace, customer service groups are looking for ways to reduce costs of at home agents, especially the start-up costs associated with deploying service agents across the US and the world.

  • 3 min read
  • 5/26/15 5:13 PM

Top 7 Ways to Increase Agent Efficiency in the Call Center

Increasing the efficiency and effectiveness of your agents can help to dramatically improve the results of your call center. Your SLA’s and service metrics will begin to reach their goals and even surpass them, with a few simple steps. Here are 7 ways to increase agent efficiency in your contact center: 

  • 3 min read
  • 1/7/15 11:21 AM

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